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Deloitte Contact Center Operations SME in Atlanta, Georgia

Specialist Master,Contact Center Operations SME

Position Summary

This newly created position will provide operational execution expertise forour Contact Center Operations group. This SME will be a direct member of the customeroperations organization supporting clients in Government and Public Services helpingthem to develop contact center strategy, planning and service delivery models andthen implementing them, leveraging operational best practices.

The candidate will have responsibility for leading teams and contractors ona direct & indirect basis as well as providing subject matter expertise tovarious consulting project work streams. The candidate will also be accountablefor participating in RFP responses as well as developing Eminence ThoughtLeadership in pursuit of new projects and clients. The candidate will bring excellence andconsistency to our contact center operations practices as one of the go to experts for operational execution, quality assurance, CSAT, IVR business ruledevelopment Knowledge Management content development and their integration intocontact center operations for the expressed purpose of making customer liveseasier.

Dynamics of the Role

This position can span the many disciplines of contact center to include operationalstrategy, design and implementation with experience and expertise in planning,building and operating several contact centers in a stand-alone or networkenvironment. The daily dynamics will range from high-level executive meetingsto detailed project reviews. Deloitte is a hands on culture where everyoneparticipates and has an ability to get into details when appropriate. We arealso a matrix organization where the SME will need to align various resourcegroups to deliver and provide high quality service.

The SME should bring a wealth of operations and contact center experience. Theyshould be able to integrate well within the consulting team helping setdirection and manage day-to-day execution. In addition, the operational environmentand our practices require investment. One key challenge will be to evaluate thecurrent environment, identify key improvement plans and execute them.

What You Will Bring

  • Significant background and experience in contact center operational best practices in customer care, retention and technical support environments having managed and led large or multi-site contact center operations including direct experience with: organizational design, contact center operating models quality assurance, CSAT & VOC, contact center reporting and analytics, telephony, IVR, CTI, digital recording, WFM, multi-site and omni-channel operations including digital self-service (non-agent) content and strategy development.

  • Ability to manage concurrent projects delivering business outcomes on-time & within-budget. Key skills include: project planning, risk management, outcome focused execution, budget management, etc.

  • Results-oriented; passionate about achieving strategic goals in established timeframes

  • Strong financial & budget management skills

  • Strong communication skills with ability to articulate industry and business concepts to diverse audiences and present to C-Level executives

  • Experience having designed, built and run full service contact centers

  • Ability to participate and review project plans, solution designs and other critical artifacts in driving complex, custom developed solutions

  • Ability to source, retain and grow talent

  • Ability to foster collaborative relationships in cross-functional teams and work in matrix environment

  • Ability to earn the confidence of others through open communication and respectful behavior

  • Leveraging of data and metrics to help drive decision making

  • Previous Agile experience; ability to determine when and how to modify and re-set plans based on newly gained information; ability to iterate through options and set a revised course

  • Able to identify, foster and drive innovation

  • Able to leverage talent through multiple sourcing options

  • Ability to work independently with minimal supervision


  • Bachelor s degree in Business, Economics, Communications, or related field or relevant discipline or experience required

  • 8-10 years of contact center operations experience required

  • 5-6 years in an operational leadership role

  • PMP or Six-Sigma certification preferred

  • Ability to travel up to 75% or as needed

Howyou ll grow

AtDeloitte, our professional development plan focuses on helping people at everylevel of their career to identify and use their strengths to do their best workevery day. From entry-level employees to senior leaders, we believe there salways room to learn. We offer opportunities to help sharpen skills in additionto hands-on experience in the global, fast-changing business world. Fromon-the-job learning experiences to formal development programs at DeloitteUniversity, our professionals have a variety of opportunities to continue togrow throughout their career. ExploreDeloitte University, The Leadership Center. at


AtDeloitte, we know that great people make a great organization. We value ourpeople and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. at

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Ourpositive and supportive culture encourages our people to do their best workevery day. We celebrate individuals by recognizing their uniqueness andoffering them the flexibility to make daily choices that can help them tobe healthy, centered, confident, and aware. We offer well-being programs andare continuously looking for new ways to maintain a culture where our peopleexcel and lead healthy, happy lives. Learn more about Life at Deloitte.

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Category: Management Consulting

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.